Bellevue, WA area

Shane Brennan

IT Technical Specialist

(206) 679-9829 [email protected]

Hands-on IT Technical Specialist with onsite Tier 2 desktop and end-user support experience in high-volume environments. Strong background troubleshooting Windows and macOS hardware, workstations, user accounts, applications, and productivity tools. Experienced managing tickets in ServiceNow, provisioning equipment, handling walk-up requests, and supporting non-technical users with patience and clear communication. Local to Bellevue with a track record of independent troubleshooting, prioritization, and escalation. Interested in long-term onsite support for creative teams.

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Selected Work

SquidSupport

Multi-tenant enterprise ticketing and support platform with Argon2id hashing, HttpOnly sessions, TOTP MFA, sanitization, and automated backups. Built with FastAPI, React, PostgreSQL, Docker, and Caddy, plus GitHub Actions CI/CD that enforces testing and streamlines support processes.

FastAPI React PostgreSQL Docker Caddy

AD Lifecycle Automation

PowerShell scripts that reconcile HR data against Active Directory and disable terminated accounts. Supports day-to-day identity work in Active Directory and Azure Entra ID, including account management, password resets, and MFA.

PowerShell Active Directory Azure Entra ID MFA

VoIP & Network Provisioning

New-hire and equipment provisioning, including network port activation on two 48-port Juniper switches with the correct VLANs and profiles. Supported a large-scale VoIP migration of 170+ handsets plus emergency phones.

Juniper VLANs VoIP Provisioning

Technical Skills

Operating Systems & Desktop

Windows, macOS, Linux/Raspberry Pi; hardware diagnostics, laptop imaging/wiping, peripheral & AV support

Identity & Access

Active Directory, Azure Entra ID, MFA, BitLocker, FileVault, Jamf, account provisioning/lifecycle

ITSM & Support Tools

ServiceNow, custom multi-tenant ticketing platforms, documentation, prioritization, walk-up support

Productivity & Collaboration

Microsoft 365, Teams, Slack, Outlook, Zoom/AV troubleshooting

AI Tools

OpenCode, Claude, ChatGPT, Gemini, Grok (productivity, coding assistance, and workflow automation)

Networking & Infrastructure

Juniper switches, Palo Alto, Meraki, VoIP, basic Layer 1–3 diagnostics

Automation

PowerShell, Python (network CLI, REST APIs, Raspberry Pi scripting), scripting for AD, deployments, and routine tasks

Education

M.S. Software Engineering

Western Governors University

Expected 2027

B.S. Software Engineering

Western Governors University

Expected 2026

High School Diploma

Kentwood High School

Jun 2021

Certifications

Frontend Developer Certificate

Western Governors University

Dec 2025

Backend Software Development Certificate

Nucamp Coding Bootcamp

Sep 2022

ITIL Certificate

2025

Professional Experience

IT Technical Specialist

Bellevue Club / Hotel

May 2024 – Present · Bellevue, WA · Full-time

  • Deliver onsite Tier 2 support for hardware, laptops/workstations, applications, and productivity tools across Windows and macOS for hotel and club staff, including executives and directors.
  • Manage user accounts, password resets, MFA, and identity lifecycle in Active Directory and Azure Entra ID; authored PowerShell scripts that reconcile HR data against AD and disable terminated accounts.
  • Support new-hire and equipment provisioning, network port activation (populated two 48-port Juniper switches with correct VLANs/profiles), and large-scale VoIP migration (170+ handsets plus emergency phones).
  • Troubleshoot AV and meeting-room issues (Sonos, Rockbot, Teams webhooks, peripherals); handle 24/7 on-call for critical systems (Opera, Northstar, Visionline locks, network) and coordinate with vendors.
  • Automated routine tasks (printer queues, service restarts for Opera, AD sync) to reduce resolution time; restored macOS VPN access via passwordless sign-in and configured secure OneDrive guest access.
  • Prioritize multiple requests, provide walk-up support, document issues, and escalate complex problems while maintaining high user satisfaction with non-technical staff.

Software Engineer

SquidSec

Jun 2026 – Present · Remote · Part-time

  • Developed SquidSupport, a multi-tenant enterprise ticketing and support platform featuring Argon2id hashing, HttpOnly sessions, TOTP MFA, sanitization, and automated backups (FastAPI, React, PostgreSQL, Docker, Caddy).
  • Built CI/CD workflows (GitHub Actions) and related automation/security tooling that enforce testing and streamline support processes.
  • Applied AI tools (OpenCode, Claude, ChatGPT, Gemini, Grok) to accelerate development, testing, and support-related workflows.

IT Service Desk Analyst

Starbucks

Dec 2023 – May 2024 · Remote, WA · Contract

  • Resolved 150–200 weekly tickets in ServiceNow with 90% user satisfaction and 70% first-call resolution across POS systems, Windows, macOS (Jamf), networking (Meraki), AD/Entra ID, and hardware.
  • Handled user accounts (resets, unlocks, MFA, BitLocker), phishing triage, Slack, Office 365, and Teams issues; diagnosed L1–L3 network problems and coordinated RMAs.
  • Identified root causes in low-priority tickets that revealed broader outages and escalated appropriately.

IT Support II & Renton Campus Site Lead

Boeing

Jun 2023 – Dec 2023 · Renton, WA · Contract

  • Led Renton campus site for asset staging and deployment; imaged ~150 laptops and securely wiped ~100 devices weekly following enterprise standards.
  • Provided onsite break-fix support, managed inventory, led the remote refresh team, and authored documentation for VPN onboarding, troubleshooting, and escalation paths.

Retail Technical Specialist

AT&T

Jun 2022 – Jun 2023 · Covington, WA · Part-time

  • Delivered Tier 1 device, Wi-Fi, data migration, and hardware diagnostics support for iOS and Android with a consistent 90% customer satisfaction rating.